Interaction Types are completely editable and if using a self-service portal, the changes are seen as soon as CRM has completed its updates.
To edit an Interaction Type:
The fields added during the creation of an Interaction Type are outlined below.
The following fields are added during the creation of the Interaction Type.
CRM Entity Detail | Description |
---|---|
Business Process | Determines the business process flow for the interaction type. The ABS – Case – Default Business Process is associated by default. Refer to the Business Processes section within this document for more information on creating alternate business process flows. |
Agent Details Form | The default Interaction Type-specific details form created by the system. |
Quick View Form | The default Interaction Type-specific View created by the system. |
Manager Form | The default Interaction Type-specific manager form created by the system. |
Regenerate CRM Forms | Enables the regeneration of the CRM form when changes have been made. NOTE: Any customizations done to any related CRM forms such as adding fields, rearranging fields, etc. will be LOST as a result of this regeneration. |
Regenerate Portal Forms | Enables the regeneration of the Portal form when changes have been made. NOTE: Any customizations done to any related CRM forms such as adding fields, rearranging fields, etc. will be LOST as a result of this regeneration. |
The Custom Fields sub-grid is added during the creation of the Interaction Type. The sub-grid enables the addition of custom fields during the reporting of a service request. The custom fields display on the portal’s Issue Details page.
To add a custom field:
Additional fields display based on the option set selection.
The permissions sub-grid is available after the interaction type has been created. Creating a permission record will grant read-only or full access permissions to the security role for the interaction type. This must be done in order for a given security role to access the service request records in CRM.
To add a Permission:
The Related Tags and Child Interaction Types sub-grids are added during the creation of the Interaction Type. The sub-grids enable the association of related knowledge base articles and service requests as well as other child Interaction Types during the reporting of a service request. The custom fields display on the portal’s Issue Details page.
To add a Related Item:
The Rollup Mappings are added during the creation of the Interaction Type. While some of the fields are not locked, it is NOT recommended that any of the fields be edited.
The Multi-Lingual fields are added during the creation of the Interaction Type. There is only one field that requires configuration: Enable Multilingual. Selecting these checkboxes creates the base content snipped that is required to implement the multi-lingual functionality. Once these are created, the content snippets should be updated in the interaction wizard with the associated names (title, deflection page text & create button text) based on their business needs.